How to apply for Platform Manager – Customer Service - Fixed-term contract (maternity cover)

About IONITY

IONITY builds and operates a high-power charging network for electric vehicles across Europe, focused on making long-distance EV travel practical. The company sits at the intersection of energy, mobility, and infrastructure, so the work has direct impact on how drivers experience charging on long trips. It is a pan-European employer with a remote-friendly setup.

About the role

This is a 12-month maternity cover contract as Platform Manager for Customer Service. You own the customer service platform and its roadmap, with a heavy focus on designing and implementing service management solutions in Jira Service Management (JSM). You translate requirements from Customer Support and other service teams into scalable processes covering request handling, case management, SLAs, escalations, knowledge management, automation, and reporting.

A typical day

A typical day involves meeting with Customer Support leads to review pain points and requirements, then configuring or testing JSM workflows, SLAs, or automation rules to address them. You might also refine the platform backlog, review support metrics, or coordinate with other service teams on cross-functional process changes. Because the team is remote across the EU, much of the work happens through video calls and written documentation.

Who IONITY is looking for

• Hands-on experience configuring and administering Jira Service Management (JSM), including request types, queues, SLAs, automation rules, and reporting dashboards.
• Proven ability to gather requirements from non-technical stakeholders in customer support or service operations and convert them into platform solutions.
• Comfortable owning and prioritising a platform backlog with business stakeholders, balancing quick wins against longer-term process improvements.
• Experience mapping end-to-end service processes such as routing, escalation paths, and resolution workflows, ideally in a multi-country or remote-first environment.
• Clear written and spoken English for working across distributed European teams; additional EU languages are a plus for a pan-European customer base.

Tips for this application

• Lead with concrete JSM work: name specific configurations you have built (request types, SLAs, automation rules, portals) and the business outcome each delivered.
• Address the fixed-term maternity cover directly in your application. State your availability for a 12-month contract and your location within the EU, since the role is remote across the EU.
• Show you understand IONITY's customer context: EV drivers charging on long-distance trips. Frame any customer service platform work in terms of high-stakes, time-sensitive user issues.
• Give one or two examples of translating a messy support process into a structured JSM workflow, including how you prioritised the backlog with stakeholders.
• Keep the CV focused on platform ownership and service management, not general project management. Hiring managers for this role will scan for JSM depth first.

What to cover in your cover letter

Explain why you want a 12-month maternity cover contract and can commit to the full duration. Describe a specific JSM implementation you led end to end, from requirements gathering to rollout. Show how you have worked with customer support teams to improve routing, SLAs, or escalation processes. Mention any experience with pan-European or remote-first service operations, since IONITY's customers and teams span multiple countries.

Research before applying

• Study IONITY's charging network: how many countries it covers, what the charging experience looks like, and what kinds of issues drivers report (payment, connectors, availability).
• Read up on Jira Service Management's current feature set, especially automation, SLAs, and reporting, since the role centres on it.
• Look at IONITY's public customer support channels (app, website, help centre) to understand what the platform likely needs to support.
• Check IONITY's recent news or press releases for expansions, partnerships, or technology changes that could affect customer service volume and complexity.

Likely interview topics

Based on the job description, expect questions about:

• Walk through a JSM project you owned: what the business needed, how you configured the solution, and what changed after rollout.
• How do you prioritise a platform backlog when Customer Support, internal service teams, and technical constraints all compete for attention?
• Describe how you would design an escalation workflow for EV charging issues where a driver is stranded and needs a fast response.
• How do you measure whether a customer service platform is working? Which JSM reports or metrics would you track?
• This is a 12-month contract. How will you plan the roadmap so the platform is in a good state when the permanent owner returns?

Common mistakes to avoid

• Applying without demonstrating hands-on JSM configuration experience. This role is not a generic product owner or project manager position; the JSM depth is the core requirement.
• Ignoring the fixed-term nature of the contract or being vague about availability. The 12-month maternity cover duration is a hard constraint.
• Writing a cover letter focused on IONITY's sustainability mission without connecting it to customer service platform work. The role is operational and technical, not communications-focused.